International Journal of Business and Economics Volume 16, No. 3 December, 2017

Hotel Guest and Casino Guest: Who Has Priority?

Rachel Minqi Ruan

City University of Macao, Macao

Po-Ju Chen

University of Central Florida, U.S.A.

Abstract

A Macao casino guest approached the Concierge Counter asking for a ferry ticket in order to go back to Hong Kong. However, there was only one staff member working at the Concierge Counter and the concierge was busy dealing with a hotel guest at that moment. Therefore, the casino guest had to wait for his turn for the concierge to issue a ferry ticket. This casino guest wanted to catch the next ferry to Hong Kong. The next ferry was scheduled to leave Macao in a very short time. By the time the concierge came to talk to the casino guest, and tried to serve the casino guest's request, the ferry had left Macao harbor for Hong Kong. Therefore, this casino guest was upset about missing the next ferry to Hong Kong. The casino guest complained to the Concierge Service Manager about the concierge's inadequate service.

Keywords：casino guest, hotel guest, concierge service.

BACK